FREQUENTLY ASKED QUESTIONS

Wet the bar & create a lather with your hands. Rub the bar and lather through wet hair & massage into your hair & scalp. Leave for a couple of minutes to allow the conditioning ingredients to penetrate the hair. Rinse thoroughly. Style as usual. Remove the bar from the shower area after use and air-dry in an open tin, on a soap rack, side of the bath or shelf.

Solid shampoo & conditioner bars need good drainage and air-flow to stay solid. After you have used the bar take it out of the shower area and leave to dry on a soap dish, in the tin with the lid open, on the side of the bath or windowsill. This will increase the life of your bar.

Remove the bar from the shower area or container. Leave in a warm, dry place out of direct sunlight to dry. If it cannot be removed from the container, drain the water and leave the container without a lid in a warm, dry place.

Nope. If you don't want one of our convenient storage and travel tins, just select product only when you buy.

No. We offer the monthly subscription to keep your life simple and save you having to keep re-ordering, but if you want to try the bars as a one-off, that's fine by us!

You cannot add a mixture of single products and subscriptions to your basket. This is because the payment frequency is different. When choosing individual bars or tins, your card will be charged once only at checkout. When choosing a subscription, your card will be charged for your first delivery and then charged monthly.

Product ingredients can be found on each bar's product description, under 'Ingredients'. If you're not sure what any of the ingredients are there for, just ask and we'll be glad to help.

Never! We're proud to create products made using naturally sourced ingredients, presented in plastic-free packaging, for the environmentally conscious consumer.

Yes, all of our products are 100% vegan and cruelty free.

None of our products or ingredients are tested on animals. They are all vegan friendly.

Yes, we do not use any form of palm oil in our products.

All of our products are handmade by us in small batches in our workshop in North Devon (UK) using a 100% renewable energy supplier.

No, our bars are combined shampoo and conditioner bars. Lathered bars are packed full of naturally derived conditioning ingredients to leave your hair feeling soft and manageable.

Saponified shampoo bars are produced using the traditional cold process method, using fully natural ingredients, to create a bar that is similar to a soap bar, with moisturising properties that make it great for your hair. Natural shampoo bars have an alkaline PH of 9, which makes them milder than other equivalent products, but given its slightly alkaline PH, it will need the use of an acid rinse to balance out the PH of your scalp after washing your hair. There will also be a transition phase while you hair adjusts. 2in1 solid shampoos follow a different production method based on the use of two gentle, naturally derived surfactants, Sodium Cocoyl Isethionate and Cocamidopropyl Betaine. 2in1 solid shampoos have a balanced PH of 5.5, making them extremely gentle on your scalp and hair. For this reason, they will not need an acid rinse. All Lathered bars are PH balanced so don't require an acid rinse and don't have a transition phase This means that they can be used in hard water areas!

No, Lathered shampoo & conditioner bars have been created for all those people that don't get on with saponified shampoos and for those who want to reduce their use of plastic packaged shampoo and conditioners. All Lathered bars are PH balanced, don't require an acid rinse and don't have a transition phase, this means that they can be used in hard water areas!

Our shampoo & conditioner bars use mild surfactants derived from Coconut oil which won't strip colour from your hair. They all contain hydrolysed quinoa protein, that improves shine, manageability and helps with colour retention.

Lathered Bars are SLS free, which means that they are the kind to skin and hair.

Our shampoo & conditioner bars products are classed as Syndet bars. This means they are made with synthetic surfactants so cannot be classed as organic. All our synthetic surfactants are plant-based, contain no palm oil and vegan friendly.

All of our products have been assessed for safety in compliance with Regulation (EC) No. 1223/2009 of the European Parliament and of the Council of 30 November 2009 and SCHEDULE 34 OF THE PRODUCT SAFETY AND METROLOGY ETC. (AMENDMENT ETC.) (EU EXIT) REGULATIONS 2019. We are a registered business here in the UK and all of our products are registered on the UK Cosmetic Product Notification Portal. In addition, all of our labels are in compliance with EU legal requirements, meaning: - Ingredients are listed using INCI names - Allergens are listed - Name of the product - Address of the company - Batch number - PAO (period after opening information All ingredients and allergens are listed in the information booklet provided with your Lathered bar.

Delivery of the Goods shall be made by the Seller delivering the Goods to the place in the United Kingdom specified in the Buyer’s order and/or the Seller’s acceptance and/or the Contract as the location to which the Goods are to be delivered by the Seller or, if no place of delivery is so specified, by the Buyer collecting the Goods at the Seller’s premises at any time after the Seller has notified the Buyer that the Goods are ready for collection. The Delivery Date is approximate only and time for delivery shall not be of the essence unless previously agreed by the Seller in writing. The Goods may be delivered by the Seller in advance of the Delivery Date upon giving reasonable notice to the Buyer. Where the Goods are to be delivered in instalments, each delivery shall constitute a separate contract and failure by the Seller to deliver any one or more of the instalments in accordance with these Terms and Conditions or any claim by the Buyer in respect of any one or more instalments shall not entitle the Buyer to treat the Contract as a whole as repudiated. If the Buyer fails to take delivery of the Goods or any part of them on the Delivery Date and/or fails to provide any instructions, documents, licences, consents or authorisations required to enable the Goods to be delivered on that date, the Seller shall be entitled upon giving written notice to the Buyer to store or arrange for the storage of the Goods and then notwithstanding the provisions of sub-Clause 10.1, risk in the Goods shall pass to the Buyer, delivery shall be deemed to have taken place and the Buyer shall pay to the Seller all costs and expenses including storage and insurance charges arising from such failure. Next-Day Express Delivery Service

How to Return an Item Making a return is easy. All we ask is that you follow the procedure below so that we can process your return as quickly as possible. If you have any queries, please email hello@northdevonsoap.co.uk or telephone 01237 488404. N.B. if any items are received damaged or faulty, please telephone us within 5 days of receipt and we will be happy to assist you. 1. You may return any item within 14 days of receipt for a full refund, replacement or exchange. 2. Please email our customer care team at hello@northdevonsoap.co.uk stating the reason for your return. 3. We will email you a returns postal label in a PDF document. 4. Goods should be returned unused and in their original packaging. 5. Please print the returns postal label and stick to your parcel (make sure no other labels are visible). 6. Take to your nearest Hermes collection point and retain proof of postage. Please allow up to two weeks for the refund to be processed.

Return refunds are usually completed within 2 weeks of you returning the item(s), this can be longer depending on the time of year (i.e. Christmas & New Year).

If you’re not happy with your purchase, please return within 14 days unused and in its original packaging for an exchange or refund. • We will credit the full amount to the original purchaser’s payment card excluding any shipping costs. • We only pay the cost of returns in exceptional circumstances. • Card refunds can take up to 10 working days to be processed by your Bank. This varies between card issuers and unfortunately, we are unable to influence this. • Returned parcels remain the customer’s responsibility until safely received by us. We recommend you obtain proof a certificate of posting. • Replacements or refunds for exchange of damaged or wrongly selected goods will not be processed until the original items has been received back in our warehouse. • If goods which form part of a ‘bundle offer’ are returned for a refund, then the remaining items will revert to their normal price. You will be refunded accordingly. • The company reserves the right to refuse a refund if the condition of the goods indicates a soap bar has been used. All refunds and replacements will be processed on receipt of the returned items. N.B. if any items are received damaged or faulty, please telephone us within 5 days of receipt and we will be happy to assist you.

Cancellation When you order with us online, you are covered by the Consumer Contracts Regulations 2013. This means that you have the right to cancel your order within 14 days of receipt of your goods and to receive a full refund, apart from personalised products made to your specification. • You are entitled to cancel your order if you so wish, provided this is done no later than 14 days after the day on which you receive the goods. • To exercise your cancellation rights you must inform us in writing to the Customer Care team (hello@northdevonsoap.co.uk). Please include details of the order (order number and description of goods), your full name, customer number, postal address and phone number. • Please note that your cancellation rights do not apply to personalised goods which have been made according to your specifications. • You are obliged to take reasonable care of the goods, ensuring the goods remain unused and in their original packaging. When we receive the goods from your cancelled order we will reimburse you within 14 days via the payment method used for the original transaction and to the amount in relation to goods to which cancellation rights apply. • As well as the value of your goods, we will reimburse the standard delivery charge associated with the original order. Express or any supplementary delivery charges will not be refunded. A deduction from the reimbursement may be made for any goods returned in an unsatisfactory condition as a result of unnecessary handling. • If you cancel within the statutory period you may claim a refund of any sum you have paid for the goods. If an item has already reached our despatch channels and it is too late to cancel, we ask that you return the item(s) to us. If goods on which a discount/offer was originally received are returned, that discount/offer may no longer apply if you fall below the discount/offer threshold. • If you have any questions please email hello@northdevonsoap.co.uk, call us on 01237 488 404.

Making a Contract with Us In placing an order for any of the items on our website you are agreeing to the terms and conditions listed below. Please read these terms carefully and print and keep a copy of them for your reference. If you have any queries regarding any of our terms and conditions, please email our Customer Care Team at hello@northdevonsoap.co.uk or call us on 01237 488404 before placing your order. Calls may be monitored and recorded for training purposes. Lines are open from 8:30am to 6:00pm Monday to Friday. The information and conditions shown on our website does not affect your statutory rights. The Lathered website is managed by North Devon Soap Limited Reg. No. 12216809 (England) trading as Lathered. Registered Office: 30 Bear Street, Barnstaple, Devon. EX32 7DD. © North Devon Soap Ltd 2022. English law applies to all orders placed on this website, and any disputes will be heard in the courts of England and Wales. When you place an order online with us you are making an offer to buy our goods/services. If we have your email address, we will send you an email to confirm that we have received your order request. Once we have verified the price and availability of the goods we will email you again to confirm that your goods have been despatched to you which signifies that a contract has been made between us. Every effort is made to ensure that our estimated delivery times are met; however occasional delays in delivery due to unforeseen factors are inevitable. North Devon Soap Limited shall not be held liable for any delay or failure to deliver goods within our estimated delivery times. In the unlikely event that the goods are no longer available, we may supply you with substitute goods. If you decide not to accept the substitute goods, you will not have to pay to return them to us. As standard the order charge will include a non-refundable charge for postage & packing. Price Policy Every product is described as accurately as possible and represents excellent value for money. All product prices are shown in pounds sterling and are inclusive of VAT and exclusive of postage and packing charges, unless otherwise specified. All product prices advertised on this website are correct at the time of order only and relate to internet purchases only. North Devon Soap Limited will only accept orders if there are no errors in the pricing of products as advertised on this website. In the case of a mistake where a pricing error is discovered or for reasons beyond our reasonable control, e.g. alterations to the rate of value added tax. If the correct price is higher than the price displayed on the website, you may return the goods within our 14-day approval period, in new and unused condition. North Devon Soap Limited reserves the right to change prices at any time. We reserve the right to adjust the VAT element if this changes from 20% (as advised by HMRC). Price Policy on Clearance/Sale Prices Where we detail price reductions on our website the following pricing policy shall apply: The ‘WAS’ price shown next to an item on this website is the highest price at which the item has been offered for sale in the last 12 months by us. Some items have been offered for sale at a price lower than the ‘WAS’ price during the last 12 months but, unless otherwise indicated, the ‘NOW’ price shown is the lowest price at which the item has been offered by North Devon Soap. Details of intervening prices are available on request. In all cases the ‘WAS’ price will have applied for a continuous period of 28 days or more. Promotions Promotions are subject to availability and are not an indication of availability. Offers may be changed or withdrawn without notice by North Devon Soap Limited at any time. We reserve the right to cancel a promotion or reject redemption of a promotional code. Payment Policy All orders must be paid for in £ sterling. North Devon Soap accepts payment via all major credit/debit cards and PayPal. We will take all reasonable steps to ensure all the information provided by you during payment is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, we will not be liable for any loss that you may incur in the unlikely event that a third party gains unauthorised access to any information you provide to us. Where you have paid by credit or debit card, the card will be charged at the time your payment is approved by us. If you have paid for Products which we cannot supply, we will refund you as soon as possible. The order total value includes VAT at the applicable rate and the cost of standard delivery. The price excludes the cost of Special Delivery of the Products. Details regarding our delivery options, including Special Delivery, are available on the Delivery section. Delivery Delivery of the Goods shall be made by the Seller delivering the Goods to the place in the United Kingdom specified in the Buyer’s order and/or the Seller’s acceptance and/or the Contract as the location to which the Goods are to be delivered by the Seller or, if no place of delivery is so specified, by the Buyer collecting the Goods at the Seller’s premises at any time after the Seller has notified the Buyer that the Goods are ready for collection. The Delivery Date is approximate only and time for delivery shall not be of the essence unless previously agreed by the Seller in writing. The Goods may be delivered by the Seller in advance of the Delivery Date upon giving reasonable notice to the Buyer. Where the Goods are to be delivered in instalments, each delivery shall constitute a separate contract and failure by the Seller to deliver any one or more of the instalments in accordance with these Terms and Conditions or any claim by the Buyer in respect of any one or more instalments shall not entitle the Buyer to treat the Contract as a whole as repudiated. If the Buyer fails to take delivery of the Goods or any part of them on the Delivery Date and/or fails to provide any instructions, documents, licences, consents or authorisations required to enable the Goods to be delivered on that date, the Seller shall be entitled upon giving written notice to the Buyer to store or arrange for the storage of the Goods and then notwithstanding the provisions of sub-Clause 10.1, risk in the Goods shall pass to the Buyer, delivery shall be deemed to have taken place and the Buyer shall pay to the Seller all costs and expenses including storage and insurance charges arising from such failure. Next-Day Express Delivery Service Returns How to Return an Item Making a return is easy. All we ask is that you follow the procedure below so that we can process your return as quickly as possible. If you have any queries, please email hello@northdevonsoap.co.uk or telephone 01237 488404. N.B. if any items are received damaged or faulty, please telephone us within 5 days of receipt and we will be happy to assist you. 1. You may return any item within 14 days of receipt for a full refund, replacement or exchange. 2. Please email our customer care team at hello@northdevonsoap.co.uk stating the reason for your return. 3. We will email you a returns postal label in a PDF document. 4. Goods should be returned unused and in their original packaging. 5. Please print the returns postal label and stick to your parcel (make sure no other labels are visible). 6. Take to your nearest Hermes collection point and retain proof of postage. Please allow up to two weeks for the refund to be processed. Our Returns Policy If you’re not happy with your purchase, please return within 14 days unused and in its original packaging for an exchange or refund. • We will credit the full amount to the original purchaser’s payment card excluding any shipping costs. • We only pay the cost of returns in exceptional circumstances. • Card refunds can take up to 10 working days to be processed by your Bank. This varies between card issuers and unfortunately, we are unable to influence this. • Returned parcels remain the customer’s responsibility until safely received by us. We recommend you obtain proof a certificate of posting. • Replacements or refunds for exchange of damaged or wrongly selected goods will not be processed until the original items has been received back in our warehouse. • If goods which form part of a ‘bundle offer’ are returned for a refund, then the remaining items will revert to their normal price. You will be refunded accordingly. • The company reserves the right to refuse a refund if the condition of the goods indicates a soap bar has been used. All refunds and replacements will be processed on receipt of the returned items. N.B. if any items are received damaged or faulty, please telephone us within 5 days of receipt and we will be happy to assist you. Cancellation When you order with us online, you are covered by the Consumer Contracts Regulations 2013. This means that you have the right to cancel your order within 14 days of receipt of your goods and to receive a full refund, apart from personalised products made to your specification. • You are entitled to cancel your order if you so wish, provided this is done no later than 14 days after the day on which you receive the goods. • To exercise your cancellation rights you must inform us in writing to the Customer Care team (hello@northdevonsoap.co.uk). Please include details of the order (order number and description of goods), your full name, customer number, postal address and phone number. • Please note that your cancellation rights do not apply to personalised goods which have been made according to your specifications. • You are obliged to take reasonable care of the goods, ensuring the goods remain unused and in their original packaging. When we receive the goods from your cancelled order we will reimburse you within 14 days via the payment method used for the original transaction and to the amount in relation to goods to which cancellation rights apply. • As well as the value of your goods, we will reimburse the standard delivery charge associated with the original order. Express or any supplementary delivery charges will not be refunded. A deduction from the reimbursement may be made for any goods returned in an unsatisfactory condition as a result of unnecessary handling. • If you cancel within the statutory period you may claim a refund of any sum you have paid for the goods. If an item has already reached our despatch channels and it is too late to cancel, we ask that you return the item(s) to us. If goods on which a discount/offer was originally received are returned, that discount/offer may no longer apply if you fall below the discount/offer threshold. • If you have any questions please email hello@northdevonsoap.co.uk, call us on 01237 488 404.